Only Auth'd Contacts can view cases now!

[SanfordWhiteman]

I've just been informed by Support that only Authorized Contacts can even view existing company cases now.

In the past, although (by definition) only Auth'd Contacts could open cases, any user CC'd on a case could view it and also add follow-up comments.

IME authorizations are typically given to less-skilled users and/or distributed along corporate-political lines. It was invaluable for an admin user to open cases that other developer/IT/advanced types could then access using their own Marketo accounts.

This change creates a significant impediment for us, and is a disheartening step backward. What does the Community think?

[Grégoire_Miche2]

Hi Sanford,

Fully agreeing on this.

-Greg

[Dory_Viscoglio]

That's incredibly frustrating if it's the case! We utilize the addition of others via cc so that they can respond and provide feedback/answers as well. This means that everything will have to go through me now, instead of allowing others to interact as well. A huge step backwards.

[Grégoire_Miche2]

Preparing to that new role of transferring messages in and out, I just ordered my postman outfit

-Greg

[Dory_Viscoglio]

I know! As if we don't have enough other things to do!! Now we also have to be the middleman?

[Geoff_Krajeski1]

Wow!!  This will be quite frustrating moving forward!!

Is Marketo offering a way to "up" your subscription of Auth'd users?

[SanfordWhiteman]

Is Marketo offering a way to "up" your subscription of Auth'd users?

Don't know.

This is possibly the worst Customer Service backslide I have experienced from an enterprise platform. In one fell swoop, they've ensured that critical questions will never be answered.  I hardly ever need a case opened myself, but if I do, it's because I've found a bug. Now those bugs will not get fixed.  Guess they can only get documented here, like the Forms and API bugs that have been highlighted in the past couple of months.

Official word from Support:

Only authorized contacts will have access to cases in the support portal. It's possible that this was not the situation in the past, but it is true for how the support portal works now.

"It's possible": gotta love it.

[Mike_Reynolds2]

I've edited my comment here to give corrected information.

• Only Authorized Support Contacts can create cases through the Support Portal.
• Anyone CC'd on a case can reply to the email notification they receive when a comment is posted to reply back to the case, and the comments in the email go directly into the case.
• Any contact on the account that has access to the case connector in the Community can contribute to the cases that are already opened.
• If you're unable to access the case connector or are unable to make comments to those cases, email SupportFeedback@marketo.com to get that corrected.

[Grégoire_Miche2]

Thx Mike for clarifying.

I have logged a case today and indeed some un-authorized contacts have beed able to contribute by email.

-Greg

[SanfordWhiteman]

So now it's email only, and we can't see the current case status + history unless we keep every single email in the chain.

And whenever I respond via email, my clients' lengthy legal disclaimers are appended, which promptly get added to the case.

I suppose it's better than nothing.  It's still a significant backslide quite obviously designed to keep questions from being followed up (otherwise, why turn off an existing feature?).